New Phone not delivered

[Aimee5]

I ordered an iPhone 12 5G about a week ago for home delivery, I was emailed all of the terms and conditions but I never received any emails or texts saying my order was dispatched. I am now worrying because money is being taken out of my account for a phone I have not yet received! I was under the impression my phone would be delivered the next working day but this has not happened. I am a new O2 customer (I have been with Vodafone up until now) and I’m worried I may have done something wrong whilst signing up to My O2 or placing my order. Can someone please tell me if it usually takes this length of time for O2 to process a phone delivery?

[Aimee5]

I also ordered a pair of AirPod Pros from O2 and they arrived the next working day fine! This is why I am panicking about the phone I ordered.

[Cleoriff · Accepted solution]

@Aimee5 

You need to call O2. All numbers are in this guide

Guide: Coronavirus Community Help and Support 

Advice from an O2 Guru regarding a way to get through:

When you call, you will be asked for the reason you are calling,

Stay silent for 15 seconds and you will be taken to the keypad options.

Press 2 for Everything Else

Press 5 for More Options

Press 7 for Anything Else which will put you though to an advisor.

Press Upgrade, Lost/Stolen or Fraud if you have to.

8am is the best time to call